ABSTRACT
Is transport basically different from other forms of business? Are passengers, shippers and charterers exceptional customers? Does the organisation for selling to them have to have a character of its own? Does production have to be specially organised because passengers are what they are? What organisation is needed for dealings with the State, investors, suppliers, general public and competitors? Answers to these questions take us to the heart of transport management. This chapter deals with the proposition that, assuming transport is in many ways similar to other forms of business, it does require particular
organisation. The significant thing about passengers is that they are not
just customers. They do more than just purchase something. Besides being customers, passengers play a part in the process of production. They can be regarded as the raw material of transport business. Passengers must be involved in an important part of transport business organisation-the part that deals with production. To involve passengers in the production process, at the right place, at the right time, in the right condition, it is necessary to give them accurate and understandable information.
